Lead Customer Support Advocate

Summary

Join Hospitable.com, a remote-only, fully distributed company, as their Lead Customer Support Advocate! You will lead and empower the US support team to deliver exceptional customer experiences, focusing on maintaining consistent response times and high customer satisfaction. This role involves managing support queues, coaching team members, handling complex escalations, and collaborating with engineering. The ideal candidate possesses experience in SaaS customer support, team leadership, and improving team metrics. Hospitable.com offers a competitive salary, equity options, generous paid time off, and a supportive work environment.

Requirements

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates)
• Excellent problem-solving abilities and technical aptitude to handle complex customer issues
• Experience coaching and developing team members, with strong interpersonal and feedback skills
• Data-driven mindset with experience using support metrics to make operational improvements
• Strong written and verbal communication skills for both customer and internal interactions
• Ability to balance competing priorities between team management and hands-on support work

Responsibilities

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback
• Handle complex customer escalations and high-priority issues
• Support team members with technical troubleshooting and customer communication
• Review and quality check team's support interactions and documentation
• Collaborate with engineering on critical bugs and feature requests
• Train new team members on tools, processes, and product knowledge
• Create and optimize support processes and documentation to reduce friction for customers
• Regularly work in the queue to stay connected to customer needs and model best practices for the team

Preferred Qualifications

Experience specifically in the short-term rental or property management industry

Benefits

• The gross salary could be anywhere between $81,787.68 to $90,875.20 depending on the cost of living in your location
• We also offer options into the company equity through our $HOST token (not tied to location)
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave
• Mental-health and emotional support with therapists on call through Slack by Spill